Caller Identification (coined CallerID), Predicative Dialing

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Method and apparatus for customer account servicing” establish ‘Predictive Dialing’ phenomenon (innovations) enabling customer services agents to reach nearly four times as many customers as before while maximizing ‘talk time’. Nearly 55 minutes of each hour agents are able to converse with customers while the “Predictive Dialing” software and hardware filters out busy, no answer, bad number, answering machine, and other unproductive phone dialing conditions. “Predictive Dialing’ innovation alone forever changed and revolutionized business-to-consumer (B2C) interactions. Businesses can now afford to communicate with their customer base. nearly four times more frequently, which otherwise required 75%-80% of additional staffing to achieve the same. For example; a typical Call Center of 100 agents could now perform the work of nearly 400 agents using the Predictive Dialing solution of Melita International Inc. Another significant invention covered by the above '911 Patent is "Caller Identification" solution which identifies, decodes and extracts incoming caller's phone number (now known as 'CallerID') which is used to bring up customer's information from database(s) and displaying it on agent's terminal. Name and related customer information is instantly available, and if need be, used to confirm the identity of caller (CallerID securitizes caller) while drastically reducing the interactions time. NOTE: telephones did not have displays at the time